Refund Policy
How refunds, cancelled competitions, credits and instant win entries are handled.
Refund Policy
This policy explains how refunds are handled for Proper Wins competitions, entries, instant win style games, credits and promotional rewards.
Entry fees
- Paid competition entries are normally non-refundable once submitted and allocated
- This includes entries connected to instant win game reveals once the ticket/result has been made available
- This does not affect your statutory rights
Cancelled competitions
If Proper Wins cancels a competition, paid entries for that competition will be refunded to the original payment method or handled through an alternative remedy clearly communicated to affected players.
Technical issues
If a technical issue affects a ticket reveal, order, result display, account credit or prize confirmation, we will review the underlying order, ticket and game records. A visual display error does not automatically change the underlying recorded result.
Duplicate payments or payment errors
If you believe you were charged incorrectly or paid twice, contact support with your name, account email, order number and payment information available from your bank or payment provider.
Credit, cashback and promotions
Site credit, bonus credit, cashback, free tickets, vouchers, Power Play rewards or promotional rewards may have separate rules and may not be withdrawable as cash unless explicitly stated.
Instant win results
Once an instant win ticket or reveal has been played or displayed, the entry is usually considered used. If there is a genuine system fault, we will check the recorded ticket data and act fairly based on the records available.
How to request a review
Email support@properwins.properwins.co.uk with your order number, account email and a clear description of the issue.